Shining Service: 7 Lessons on Customer Service in 7 minutes
I have always believed that every conversation is a learning experience and every person is a teacher. My shoeshine experience today at La Guardia airport is a great example. I had a few minutes to kill while waiting for my flight to Chicago, so I walked over to the shoeshine stand at the American Airlines terminal next to Gate D1. The shoeshine man introduced himself as John. What attracted me to John was his cheerful banter with his customers as well as passers-by at the ai
